Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel.
Etisalat Nigeria is recruiting to fill the below position of:
Job Title: Specialist, Self Care
Location: Lagos, NG
Job Summary
- The specialist, Self-Care is part of the Customer Experience team and is responsible for enhancing existing and building new self-care capability across Etisalat service touch points primarily Web and Mobile channels.
- We are looking for an individual with an attention to detail whose aims include delighting customers through features and experience.
- Passionate about growing the online interactions and making etisalat.com.ng the one stop shop for product information and account management.
- This is a critical support role for the Customer Experience Team leading cross-functional internal and external teams to deliver a range of projects and initiatives at a time of significant online transformation.
- You will have significant responsibility and ownership for the definition, documentation and execution of Self Care Projects including directing and motivating project teams members and third party suppliers.
Principal Functions
- Execute the Online User Experience (UX) and self-care plan, increase self-care transactions to meet and exceed targets KPIs
- Cooperate in setting KPIs, build online dashboard and monitor results.
- Focus on delivering the key KPIs and stop activities not pointing in direction of these activities.
- Establish stable links with CC and segment teams to ensure effective and successful Self-care operations for Online
- Drive Etisalat Nigeria's Mobile self-care activities
- Manage a stable customer experience, and professional operation to support commercial and efficiency plans
- Cooperate in the design of an online capability roadmap in alignment with segments, CC and IT to ensure full capability support for Self Care targets
- Manage effective and targeted online activities including proactive self-care campaigns
- Align capability roadmap to make sure plans support Self-care boost plans
- Establish direct links between commercial activities and self-care activities to strengthen and boost both transactions
- Control scope, budget and timing of online capability developments.
- Control customer experience of online capabilities to guarantee superior customer experience for Etisalat customers
- Manage the maintenance of online capabilities delivered by the unit
- Prepare/compile agreed periodic activity and performance reports for the attention of the Manager, Online User Experience and Self-Care.
Educational Requirements
First degree or equivalent in a relevant discipline.
Experience, Skills & Competencies
- Three to five years as a usability engineer, user experience designer, graphic designer, user researcher, or equivalent title in software design or development
- A thorough understanding of consumer needs, drivers and issues
- Experience with both Web and Mobile applications - working knowledge of ecommerce and CMS platforms
- Experience of online self-help / Online Self-care exposure would be very attractive
- Experience within telecoms / mobile operator very advantageous.
- Exceptional people and communicator skills to bridge gap between technical and commercial teams
- Ability to work with creative disciplines i.e. UX, graphic design and front end development teams
- Outgoing, organized, persistent, flexible and able to focus on long term goals
Application Closing Date
Not Stated
Method of Application
Interested candidates should
Click here to apply